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All Journal Almana : Jurnal Manajemen dan Bisnis Dinasti International Journal of Economics, Finance & Accounting (DIJEFA)
Jannah, Weni Miftachul
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Effect of Hospital Service Quality, Perceived Value, and Perceived Price on Patient Loyalty and Patient Satisfaction Jannah, Weni Miftachul
Almana : Jurnal Manajemen dan Bisnis Vol 9 No 2 (2025): August
Publisher : Bandung: Prodi Manajemen FE Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36555/almana.v9i2.2877

Abstract

Public health centers play a strategic role in shaping positive patient experiences that influence satisfaction and loyalty. This study aims to analyze the influence of service quality, perceived value, and perceived price on patient satisfaction and loyalty. Using a quantitative explanatory approach, data were collected from 397 respondents selected through purposive sampling from the 2023 patient population. The analysis was conducted using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results show that service quality and perceived value have a positive and significant effect on patient satisfaction, while perceived price has a moderate influence. Patient satisfaction significantly mediates the relationship between the three independent variables and patient loyalty. These findings highlight the importance of improving service quality and enhancing perceptions of value and pricing to create a satisfying healthcare experience and foster long-term loyalty. The study provides practical insights for healthcare managers to strengthen service delivery and offer transparent pricing information, as well as empirical evidence for developing strategies to improve primary healthcare services based on patient satisfaction and loyalty.
The Influence of Health Service Quality, Perceived Value, and Perceived Price on Patient Loyalty and Patient Satisfaction Jannah, Weni Miftachul; Rachmat, Basuki
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 5 (2025): Dinasti International Journal of Economics, Finance & Accounting (November - De
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i5.5158

Abstract

This study aims to analyze the influence of health service quality, perceived value, and perceived price on patient loyalty and satisfaction at the Benowo Community Health Center in Surabaya. The method used is a quantitative approach with explanatory research. Data were collected through a closed-ended questionnaire administered to 397 respondents and analyzed using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method with SmartPLS 4.0. The results of the study indicate that healthcare service quality, Perceived Value, and Perceived Price have a positive and significant influence on patient satisfaction and loyalty. These findings emphasize the importance of professional service, appropriate pricing, and perceived value in building loyalty toward public health services. This study suggests improving service quality based on empathy, price transparency, and leveraging digital technology as strategies to strengthen patient satisfaction and loyalty.
Co-Authors Basuki Rachmat